Junior Support Engineer, SpyCloud

• 1–3 years in a technical support or customer-facing role (help desk, SaaS support, or similar)
• Basic understanding of internet technologies, REST APIs, and HTTP response codes
• Comfortable using tools like Postman, cURL, or browser developer tools to inspect API requests and responses
• Strong problem-solving skills, organization, and ability to manage multiple cases simultaneously
• Excellent written and verbal communication skills with a customer-first mindset

Desirable

• The Associate/Jr. Support Engineer provides enterprise-level technical support to SpyCloud customers and partners. You’ll troubleshoot technical issues, document findings, escalate when needed, and ensure customers receive timely, high-quality responses. This is a hands-on role that offers growth into advanced integrations, security concepts, and API troubleshooting
• Respond to customer cases via phone, email, and web tools, maintaining SLA adherence and clear communication
• Participate in a 24x7 support rotation and follow escalation procedures for complex issues
• Reproduce customer issues and document findings, including steps to reproduce and environment details
• Troubleshoot technical issues with guidance, including SaaS platform configuration and basic API calls
• Track and meet key support metrics, including first-response time, time to resolution, and customer satisfaction
• Share patterns, recurring issues, and suggested improvements with the support and product teams
• Contribute to knowledge-base articles and maintain accurate documentation for future reference